Vonage

MARCH 26, 2018

Customer support agents are the warriors of every organization. They tackle the toughest questions and they’re highly accountable to both the company and the customers they serve. It’s their job to represent the interests of both—make customers happy and uphold company policy—which is a hard role, to say the least.

Customer Support 65

Customer Support Feedback Sales Surveys 65

ClientSuccess

NOVEMBER 9, 2022

High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. For many modern customer success operations resources, streamlining inefficiencies and building a more strategically positioned team comes down to solutions and technology.

SaaS 68

SaaS Metrics CRM Sales 68

Interactions

MARCH 11, 2022

And when it comes to specifics, understanding the differences between the terms can actually help make sure that the customer relationship remains strong. Customer service/customer support. These terms specifically refer to when a customer is reaching out to a brand for assistance. Let’s explore the terms. .

Customer Experience 106

Customer Experience Customer Service Technology Contact Center 106

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year.

Customer Support 41

Customer Support SaaS Upselling B2B 41

Nicereply

MAY 4, 2022

But it’s more than just a customer service department. It is one of the most important ways you can build meaningful relationships with your customers, strengthen their trust in your brand, and ultimately drive new sales. This is why creating a stellar customer experience is essential for your eCommerce business.

Best practices 98

Best practices Self service Sales Surveys 98

Kayako

JUNE 9, 2016

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Support Driven Salary Survey.

Customer Support 49

Customer Support Chief Customer Officer Management Benchmark 49

Kayako

JUNE 9, 2016

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Support Driven Salary Survey.

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

ClientSuccess

DECEMBER 21, 2021

Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. After all, even if sales are through the roof, if customers aren’t satisfied, the business likely won’t last. eBook: ClientSuccess Ultimate Guide to Metrics. Did they achieve these outcomes?

Metrics 100

Metrics Upselling B2B SaaS 100

ClientSuccess

DECEMBER 12, 2022

Despite being left to their own devices, the tenacious and devoted team member used sheer dedication and hard work for the betterment of the account — periodically seeing assistance from sales counterparts every now and then. Hopefully this helps guide you successfully configure your customer success manager compensation plans.

Management 87

Management Accountability Sales Upselling 87

Playvox

JANUARY 30, 2024

It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. For Agents Makes work, feedback, and learning fun and engaging – Leaders need to find ways to motivate different types of personalities and age groups in customer service centers.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Solvvy

JUNE 17, 2021

Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Solvvy uses persona-based routing to use the information you already know about a customer or prospect to serve them solutions and content personalized specifically to them. Check it out!

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

ChurnZero

MARCH 22, 2022

If your checkout process is longer than a few steps, your customer may experience purchase friction and consider a competitor instead. After you’ve successfully completed a sale, minimizing friction is still crucial throughout the onboarding process. How to reduce customer friction points. Provide helpful support information.

Customer retention 98

Customer retention Sales Analytics Advertising 98

ClientSuccess

FEBRUARY 8, 2023

CES : a customer effort score (CES) measures how easy it is for a user to use the product or service, get issues resolved (either through customer support or on their own), and generally engage with the solution. For example, if a customer purchases 20 licenses but uses only 5, the license utilization rate is only 25%.

Metrics 75

Metrics Upselling B2B SaaS 75

Fonolo

MAY 10, 2018

This San Francisco-based company innovating in the field of messaging products (highly useful tools for those in sales, marketing, and customer support) hosts an incredibly valuable and engaging blog with content related to sales, product management, and customer support, direct from the minds of innovative industry experts.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Comm100

AUGUST 5, 2020

And customers who are fed up with waiting can take this frustration out on your agents, wearing away at your agents’ morale, causing higher turnover rates, and increasing strain on your team. And perhaps more simply, a missed engagement could mean a missed sale. . Top 7 Customer Service Complaints. What not to do. Free download.

Wait times 52

Wait times Interactive Voice Response Customer Service Chatbots 52

Comm100

APRIL 27, 2020

The preferred channel is usually the one the customer reaches out on first, but you can ask them, store this information in your CRM, and use it for future routing. Customer journey. Does your customer need to connect with the support department or the sales team? Download Now.

Automotive 59

Automotive CRM Upselling Customer centricity 59

Nicereply

SEPTEMBER 28, 2021

Start by asking yourself what are your company’s core needs when it comes to customer support. For example, if you’re offering your customers support through social media, phone, and email, you might want to only consider help desks that provide full omnichannel support as a feature. Customer Feedback Survey.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Customer Experience 116

Customer Experience Morale Journey mapping Customer centricity 116

Playvox

APRIL 21, 2023

First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. Make sure your team is trained to smooth things over with empathy and understanding.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

JivoChat

MAY 15, 2023

This will help you to develop more effective marketing and sales strategies to gain visibility and convert leads into customers. Identify their main strategies, the average book price, and what sales channels they use, and look for ways to make your bookstore stand out from them. What social media platform do they use the most?

Analytics 75

Analytics Sales Marketing Management 75

Comm100

AUGUST 31, 2020

This blog focuses on one key complaint that almost every customer support team hears, and reveals how you can tackle it with grace and efficiency: “I hate being passed between agents and having to repeat my query every time.”. Discover the full list of top customer service complaints and how to resolve them here.

Customer Service 52

Customer Service Surveys Customer Support Accountability 52

Comm100

AUGUST 31, 2020

This blog focuses on one key complaint that almost every customer support team hears, and reveals how you can tackle it with grace and efficiency: “I hate being passed between agents and having to repeat my query every time.”. Discover the full list of top customer service complaints and how to resolve them here. .

Customer Service 52

Customer Service Surveys Customer Support Accountability 52

ChurnZero

MARCH 22, 2022

If your checkout process is longer than a few steps, your customer may experience purchase friction and consider a competitor instead. After you’ve successfully completed a sale, minimizing friction is still crucial throughout the onboarding process. Let’s take a look at some strategies for reducing customer friction.

Customer retention 52

Customer retention Sales Analytics Advertising 52

Inbenta

APRIL 14, 2020

A chatbot as a sales consultant. When it comes to the digital customer journey, the customer experience may unfortunately lack a bit of humanity. A conversational agent has the ability to personalize the customer journey and therefore to have a positive impact on your customers’ engagement.

Chatbots 59

Chatbots Virtual Agent Abandon rate Best practices 59

Inbenta

APRIL 2, 2020

This is probably the most frequent use case for AI chatbots as they have always been used in order to help clients find answers to their questions online, rather than getting in touch with customer support. Supplement your Sales department. The post What Criteria to Define the Best AI Chatbots?

Chatbots 52

Chatbots Upselling Sales CRM 52

Comm100

DECEMBER 8, 2020

No time wasted from the time they enter your website to the time they find what they are looking for is bound to make your customers happy. How Chatbots Improve Customer Satisfaction. We all know you have mere seconds to convince a visitor to turn into a customer. Providing Immediate Answers to Customer Queries.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Nicereply

NOVEMBER 21, 2023

Transactional NPS Surveys What They Are: Transactional NPS surveys are deployed immediately after a customer has had a specific interaction with your company, such as making a purchase or talking to customer support. Everyone has a different opinion on how to survey customers. What could we improve in the coming year?

Surveys 59

Surveys B2B Feedback Education 59

NobelBiz

JUNE 13, 2023

An increasing number of businesses are using automated calls for telemarketing, customer support, and other communication purposes. You can learn more about what can negatively impact your numbers and how to avoid them by downloading our free on-demand eBook (Call Labeling and Blocking for Contact Centers).

Telemarketing 97

Telemarketing Contact center software Contact Center Feedback 97

Comm100

NOVEMBER 2, 2020

There are so many ways that healthcare organizations can use chatbots to automate customer support for clients and patients. One of the Best Chatbot Examples for a Holistic Customer Lifecycle. One of the Best Chatbot Examples for a Holistic Customer Lifecycle. Some of the Best AI Chatbots Go Shopping with Their Customers.

Chatbots 58

Chatbots Customer Service Banking Healthcare 58

Comm100

NOVEMBER 8, 2017

Use these tips to strengthen your support strategy, and even generate a bit of positive buzz around your brand. The blog post is included in [eBook] The Definitive Guide to Social Media Customer Service. Click here to download the full ebook. WOW Your Loyal Customers. Have Fun… and Help Your Customers Smile.

Marketing 48

Marketing Customer Service Customer Care Customer Support 48

Call Experts

SEPTEMBER 22, 2022

You can even use a FAQ page to increase sales and your customers’ trust. Top 5 Customer Service FAQ Questions. If you run a business with a customer support team, you should know the answers to some of the most frequently asked questions. These are often subject to different rules than physical goods.

Customer Service 52

Customer Service Education Call Center Construction 52

TeamSupport

NOVEMBER 30, 2018

Especially in the B2B (business-to-business) world, empathy is critical because it’s one of the key traits that helps in retaining customers by creating deep relationships. Click here to download our eBook on improving the customer experience! Being a customer service agent is a lot like role-playing.

Customer Service 68

Customer Service B2B CRM Personalization 68

C3Centricity

MARCH 18, 2020

There are countless examples of brands that have disappeared because they didn’t keep up with the changing needs of their customers: Kodak who didn’t understand the impact of digital photography. Borders bookstores who didn’t get into eBooks. How are sales and distribution? Brand #Marketing #Sales Click To Tweet.

Marketing 62

Marketing Advertising Sales Finance 62

Kapta Customer Success

SEPTEMBER 15, 2017

Through a few simple steps: Customer Support and Problem Solving. Providing excellent customer support is a fundamental way to create positive collaboration. Resolving any problems through good communication will allow customers to feel more secure and satisfied upon closing an issue. How do you accomplish this?

Feedback 40

Feedback Engineering Accountability Customer Support 40

ChurnZero

OCTOBER 22, 2020

This article will cover the reasons to give pause before undertaking the complex development of a Customer Success platform. . The oft-misunderstood maturity, viability, and complexity of Customer Success software. If your Sales team needed a CRM, you wouldn’t expect it to be built in-house – they’d purchase Salesforce.

CRM 59

CRM Customer retention Technology Best practices 59

Squelch

MAY 17, 2019

Squelch was well represented at the event by several members of our sales and marketing departments who relished the opportunity to chat one-on-one with attendees about their CX challenges. We also made time to attend some Showcase sessions.

Chief Customer Officer 40

Chief Customer Officer Best practices Feedback Marketing 40

Comm100

NOVEMBER 25, 2020

Whether it’s businesses, government agencies, or banks, technology is helping the customer support teams of these organizations evolve from being simple support providers to a full-fledged growth engine. It’s the same thing for customer support. Best Practices for Digital Omnichannel Customer Service.

CRM 52

CRM Customer Service Banking Chatbots 52